A Study of User Satisfaction With Outsourced Facilities Management Services in Oil and Gas Industries in Nigeria
Abstract of A Study of User Satisfaction With Outsourced Facilities Management Services in Oil and Gas Industries in Nigeria
The Oil and Gas industry continues to struggle in finding a balance between rising global demand, diminishing known resources the need to keep and distribution and operating costs within manageable limits. While mergers and consolidations continue, oil and gas management are actively seeking other approaches to recover their base lines. One particular measure is to include business process outsourcing (BPO) in their operational mix. The aim of this study is to assess the effectiveness of such outsourcing management in Nigeria’s oil and gas firms of the downstream sector using user satisfaction indices. The specific objectives are among others; to identify FM services that are most outsourced in Nigeria’s Oil and gas firms; to identify the relative importance of factors that influence users’ satisfaction with outsourced facility management services in the Nigeria Oil and Gas firms; and determine the degree of effectiveness of outsourcing as a means of service delivery in the sampled oil and gas firms. Data for the research work was collected through self administered questionnaires and analyzed using Statistical Package for social scientist (SPSS 17). The respondents were the staff of the Facility management departments of the six major oil and gas downstream industry. They were chosen through purposive sampling technique. Findings revealed key services that are mostly outsourced are transportation and logistics, these were ranked first among others. Findings also revealed that service delivery is paramount among factors that influence users’ satisfaction with outsourced services. On the whole it was found that highly effective with the elements investigated and is reliable for the downstream sector of the oil and gas industry. Users’ expectations of outsourced service are high. The facility manager in the vendor organizations must have experience in Oil and Gas processes and understand the industry’s needs and services and ensure that their services are structured to meet the industry’s increasing demand. They should also seek technological innovations with more cost effective methods for maintaining equipments and Platforms without compromising safety and environmental concerns.